Data Fields - User Documentation
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Data Fields
Overview
The Omni Intelligence (OI) online platform has many fields available to be reported or displayed for Realtime Analytics, Historical Reports and Monitoring & Performance Testing (MPT). This is a complete listing of all the metrics which are supported.
Realtime Analytics Data Fields
| Attribute | Description |
|---|---|
| Interactions Waiting | Current number of Interactions Waiting to be Answered |
| Queue Name | The name of the Queue |
| Longest Waiting Time, sec | The longest wait time for an Interaction to be Answered today, in seconds |
| Average Waiting Time, sec | The mean wait time for an Interaction to be Answered today, in seconds |
| Estimated Wait Time, sec | The predicted amount of time an Interaction has to wait in queue before being answered, in seconds |
| Calls Abandoned Per Hour | Hourly average of Calls today in which the customer disconnected before connecting with an agent |
| Calls Received Per Hour | Hourly average of Calls Received today |
| Calls Answered Per Hour | Hourly average of Calls Answered by an agent today |
| Total Calls Abandoned | Total number of Calls today in which the customer disconnected before connecting with an agent |
| Total Calls Received | Total number of Calls Received today |
| Total Calls Answered | Total number of Calls Answered by an agent today |
| Total Chats Received | Total number of Chats Received today |
| Total Chats Answered | Total number of Chats Answered by an agent today |
| Total Emails Received | Total number of Emails Received today |
| Total Emails Answered | Total number of Emails Answered by an agent today |
| Total Callbacks Received | Total number of Callbacks Received today |
| Total Callbacks Answered | Total number of Callbacks Answered by an agent today |
| Agents Assigned | Current number of Agents on Assigned Interactions |
| Agents Available (Presence) | Current number of Agents online and available for Interactions |
| Agents Away (Presence) | Current number of Agents away due to inactivity |
| Agents Busy (Presence) | Current number of Agents busy and cannot take Interactions |
| Agents On-Queue | Current number of Agents logged in and ready to accept routed (ACD) interactions for a specific queue |
| Agents Off-Queue | Current number of Agents logged in but are Off Queue for a specific queue |
| Agents On Activity (Presence) | Current number of agents online and active |
| Agents Offline (Presence) | Current number of Agents not logged in and Unavailable for Interactions |
| Agents On Interaction | Current number of agents taking Interactions |
| Agents Idle | Current number of agents who are On Queue and able to take interactions, but are not working on Interactions |
| Agents Not Ready | Current number of agents online but not ready to accept Interactions |
| Agents Logged On | Current Number of Agents Logged onto the system |
| Total Calls Answered In Threshold | Total Number of Calls today within threshold in which the customer disconnected before connecting with an agent |
| Total Calls Abandoned Above Threshold | Total Number of Calls today exceeding threshold in which the customer disconnected before connecting with an agent |
| Calls Abandoned, % | % of Calls today in which the customer disconnected before connecting with an agent |
| Calls Abandoned Above Threshold, % | % of Calls today exceeding threshold in which the customer disconnected before connecting with an agent |
| Total Calls Overflow | Total Number of calls transferred from this queue to another queue today |
| Total Calls Interflow | Total Number of calls transferred to this queue from another queue today |
| Total Calls Flow out | Total Number of Calls today in which the customer enters and leaves queue without getting answered by an agent and without getting disconnected |
| Callbacks Waiting | Current number of Callbacks Waiting to be Answered |
| Service Level Calls, % | Percent of calls which meet the contact center's service level target, as calculated by OI |
| Service Level Calls (PureCloud), % | Percent of calls which meet the contact center's service level target, as calcuated by PureCloud |
| Service Level Emails (PureCloud), % | Percent of emails which meet the contact center's service level target |
| Service Level Chats (PureCloud), % | Percent of chats which meet the contact center's service level target |
| Service Level Callback (PureCloud), % | Percent of callbacks which meet the contact center's service level target |
| Service Level Target Calls (PureCloud), % | Target Percent of calls to meet the contact center's service level |
| Service Level Target Emails (PureCloud), % | Target Percent of emails to meet the contact center's service level |
| Service Level Target Chats (PureCloud), % | Target Percent of chats to meet the contact center's service level |
| Service Level Target Callback (PureCloud), % | Target Percent of callbacks to meet the contact center's service level |
| Campaigns Running | Total number of currently running Campaigns |
| Campaign Abandon Rate | Rate at which calls are hung up on during a Campaign |
| Campaign Adjusted Calls Per Agent | Calls per agent, adjusted by pace |
| Campaign Dialing Mode | The strategy the Campaign will use for dialling |
| Campaign Idle Agents | Number of available campaign agents not currently being utilized |
| Campaign Outstanding Calls | Number of campaign calls currently ongoing |
| Campaign Percent Complete | Percentage of contacts processed during the campaign |
| Campaign Success Rate | Ratio of the campaign's successful connects to attempts |
Historical Data Fields for Reporting
Queues Report
Call Fields
| Field | Description |
|---|---|
| Avg Abandoned Time (Call) | Average time in reporting period in which the customer disconnected before connecting with an agent |
| Avg After Interaction Work Time (Call) | Average time agents spent in After Interaction Work for calls during reporting period |
| Avg Handle Time (Call) | Average time agents spent handling calls during reporting period |
| Avg Queue Wait Time (Call) | Average wait time in reporting period for a call to be On Queue |
| Avg Talk Time (Call) | Average time spent interacting in a call during reporting period |
| Avg Wait (Call) | Average wait time in reporting period until a call is answered |
| Interactions over SLA (Call) | Number of calls during reporting period which were over Service-Level Agreement (SLA) |
| Interactions Transferred (Call) | Number of calls during reporting period which were transferred |
| Longest Abandon Time (Call) | Longest time in reporting period in which the customer disconnected before connecting with an agent |
| Longest Wait Time (Call) | Longest wait time in reporting period until a call is answered |
| Percent Interactions Abandoned (Call) | Percent of calls in reporting period in which the customer disconnected before connecting with an agent |
| Percent Interactions Answered (Call) | Percent of Calls in reporting period which were answered |
| Queue Wait Time (Call) | Total wait time in reporting period that a call is On Queue |
| Service Level, % (Call) | Percent of calls which meet the contact center's service level target |
| Total Abandon Time (Call) | Total time in reporting period in which the customer disconnected before connecting with an agent |
| Total After Interaction Work Time (Call) | Total time agents spent in After Interaction Work for calls during reporting period |
| Total Handle Time (Call) | Total time agents spent handling calls during reporting period |
| Total Interactions Abandoned (Call) | Total number of Calls in reporting period in which the customer disconnected before connecting with an agent |
| Total Interactions Answered (Call) | Total number of Calls in reporting period which were Answered |
| Total Interactions Received (Call) | Total number of Calls Received in reporting period |
| Total Outbound (Call) | Total number of Outbound Calls made during reporting period |
| Total Talk Complete (Call) | Total number of completed calls during reporting period |
| Total Talk Time (Call) | Total time spent interacting in a call during reporting period |
| Total Wait (Call) | Total wait time until a call is answered during reporting period |
Email Fields
| Field | Description |
|---|---|
| Avg Abandon Time (Email) | Average time in reporting period in which the customer abandoned an email |
| Avg After Interaction Work Time (Email) | Average time agents spent in After Interaction Work for emails during reporting period |
| Avg Handle Time (Email) | Average time agents spent handling emails during reporting period |
| Avg Queue Wait Time (Email) | Average wait time in reporting period for an email to be On Queue |
| Avg Talk Time (Email) | Average time spent interacting in an email during reporting period |
| Interactions over SLA (Email) | Number of emails during reporting period which were over Service-Level Agreement (SLA) |
| Queue Wait Time (Email) | Total wait time in reporting period that an email is On Queue |
| Service Level, % (Email) | Percent of emails which meet the contact center's service level target |
| Total After Interaction Work time (Email) | Total time agents spent in After Interaction Work for emails during reporting period |
| Total Handle Time (Email) | Total time agents spent handling emails during reporting period |
| Total Interactions Abandoned (Email) | Total Emails in reporting period which were abandoned |
| Total Interactions Answered (Email) | Total Emails in reporting period which were answered |
| Total Interactions Received (Email) | Total Emails received in reporting period |
| Total Outbound (Email) | Total number of Outbound Emails made during reporting period |
| Total Talk Complete (Email) | Total number of completed email chains during reporting period |
| Total Talk Time (Email) | Total time spent interacting in an email during reporting period |
| Total Wait (Email) | Total time spent waiting for an email during reporting period |
Chat Fields
| Field | Description |
|---|---|
| Avg Abandon Time (Chat) | Average time in reporting period in which the customer abandoned a chat |
| Avg After Interaction Work Time (Chat) | Average time agents spent in After Interaction Work for chats during reporting period |
| Avg Handle Time (Chat) | Average time agents spent handling chats during reporting period |
| Avg Queue Wait Time (Chat) | Average wait time in reporting period for a chat to be On Queue |
| Avg Talk Time (Chat) | Average time spent interacting in a chat during reporting period |
| Interactions over SLA (Chat) | Number of chats during reporting period which were over Service-Level Agreement (SLA) |
| Queue Wait Time (Chat) | Total wait time in reporting period that a chat is On Queue |
| Service Level, % (Chat) | Percent of chats which meet the contact center's service level target |
| Total Abandon Time (Chat) | Total time in reporting period in which the customer abandoned a chat |
| Total After Interaction Work Time (Chat) | Total time agents spent in After Interaction Work for chats during reporting period |
| Total Handle Time (Chat) | Total time agents spent handling chats during reporting period |
| Total Interactions Abandoned (Chat) | Total number of Chats in reporting period which were abandoned |
| Total Interactions Answered (Chat) | Total number of Chats in reporting period which were answered |
| Total Interactions Received (Chat) | Total number of Chats received in reporting period |
| Total Outbound (Chat) | Total number of Outbound Emails made during reporting period |
| Total Talk Complete (Chat) | Total number of completed chats during reporting period |
| Total Talk Time (Chat) | Total time spent interacting in a chat during reporting period |
| Total Wait (Chat) | Total time spent waiting for a chat response during reporting period |
Agent Reports
Misc. Fields
| Field | Description |
|---|---|
| Available Time | Total time with 'Available' status |
| Away Time | Total time with 'Away' status |
| Break Time | Total time with 'Break' status |
| Busy Time | Total time with 'Busy' status |
| Idle Time | Total time with 'Idle' status |
| Interacting Time | Total time with Interacting with customer |
| Meal Time | Total time with 'Meal' status |
| Meeting Time | Total time with 'Meeting' status |
| Not Responding Time | Total time with 'Not Responding' status |
| Offline Time | Total time with 'Offline' status |
| On Queue Time | Total time On Queue |
| Training Time | Total time with 'Training' status |
Call Fields
| Field | Description |
|---|---|
| Avg After Interaction Work Time (Call) | Average time an agent spent in After Interaction Work for calls during reporting period |
| Avg Handle Time (Call) | Average time an agent spent handling calls during reporting period |
| Avg Queue Wait Time (Call) | Average wait time in reporting period for an agent to leave a call On Queue |
| Avg Talk Time (Call) | Average time that an agent spent interacting in a call during reporting period |
| Avg Hold Time (Call) | Average time that an agent spent on hold in a call during reporting period |
| Queue Wait Time (Call) | Total wait time in reporting period for an agent to leave a call On Queue |
| Total After Interaction Work Time (Call) | Total time an agent spent in After Interaction Work for calls during reporting period |
| Total Handle Time (Call) | Total time an agent spent handling calls during reporting period |
| Total Interaction Answered (Call) | Total number of calls answered by an agent |
| Total Outbound (Call) | Total number of Outbound Calls made by an agent during reporting period |
| Total Talk Time (Call) | Total time spent interacting in a call by an agent during reporting period |
| Total Hold Time (Call) | Total time spent on hold in a call by an agent during reporting period |
| Total Wait (Call) | Total time spent waiting for a call by an agent during reporting period |
Email Fields
| Field | Description |
|---|---|
| Avg After Call Work Time (Email) | Average time an agent spent in After Interaction Work for emails during reporting period |
| Avg Handle Time (Email) | Average time an agent spent handling emails during reporting period |
| Avg Queue Wait Time (Email) | Average wait time in reporting period for an agent to leave an email On Queue |
| Avg Talk Time (Email) | Average time that an agent spent interacting in an email during reporting period |
| Queue Wait Time (Email) | Total wait time in reporting period for an agent to leave an email On Queue |
| Total After Call Work Time (Email) | Total time an agent spent in After Interaction Work for emails during reporting period |
| Total Handle Time (Email) | Total time an agent spent handling emails during reporting period |
| Total Interactions Answered (Email) | Total number of emails answered by an agent |
| Total Outbound (Email) | Total number of Outbound Emails made by an agent during reporting period |
| Total Talk Time (Email) | Total time spent interacting on an email by an agent during reporting period |
| Total Wait (Email) | Total time spent waiting for a email by an agent during reporting period |
Chat Fields
| Field | Description |
|---|---|
| Avg After Interaction Work Time (Chat) | Average time an agent spent in After Interaction Work for Chats during reporting period |
| Avg Handle Time (Chat) | Average time an agent spent handling Chats during reporting period |
| Avg Queue Wait Time (Chat) | Average wait time in reporting period for an agent to leave a chat On Queue |
| Avg Talk Time (Chat) | Average time that an agent spent interacting in a chat during reporting period |
| Queue Wait Time (Chat) | Total wait time in reporting period for an agent to leave a chat On Queue |
| Total After Interaction Wait Time (Chat) | Total time an agent spent in After Interaction Work for Chats during reporting period |
| Total Handle Time (Chat) | Total time an agent spent handling Chats during reporting period |
| Total Interactions Answered (Chat) | Total number of chats answered by an agent |
| Total Outbound (Chat) | Total number of Outbound Chats made by an agent during reporting period |
| Total Talk Time (Chat) | Total time spent interacting on a chat by an agent during reporting period |
| Total Wait (Chat) | Total time spent waiting for a chat by an agent during reporting period |
Agents Report (With ACD / Non-ACD fields)
Misc. Fields
| Field | Description |
|---|---|
| Available Time | Total time with 'Available' status |
| Away Time | Total time with 'Away' status |
| Break Time | Total time with 'Break' status |
| Busy Time | Total time with 'Busy' status |
| Idle Time | Total time with 'Idle' status |
| Interacting Time | Total time with Interacting with customer |
| Meal Time | Total time with 'Meal' status |
| Meeting Time | Total time with 'Meeting' status |
| Not Responding Time | Total time with 'Not Responding' status |
| Offline Time | Total time with 'Offline' status |
| On Queue Time | Total time On Queue |
| Training Time | Total time with 'Training' status |
Call Fields
| Field | Description |
|---|---|
| Total Interactions Answered - ACD (Call and Email) | Total number of ACD calls and emails answered during reporting period |
| Total Interactions Answered - Non-ACD (Call and Email) | Total number of Non-ACD calls and emails answered during reporting period |
| Avg After Interaction Work Time - ACD (Call) | Average time agents spent in After Interaction Work for ACD calls during reporting period |
| Avg After Interaction Work Time - Non-ACD (Call) | Average time agents spent in After Interaction Work for Non-ACD calls during reporting period |
| Avg Handle Time - ACD (Call) | Average time agents spent handling ACD calls during reporting period |
| Avg Handle Time - Non-ACD (Call) | Average time agents spent handling Non-ACD calls during reporting period |
| Avg Hold Time - ACD (Call) | Average time that agents spent on hold in ACD calls during reporting period |
| Avg Hold Time - Non-ACD (Call) | Average time that agents spent on hold in Non-ACD calls during reporting period |
| Avg Queue Wait Time (Call) | Average wait time in reporting period for a call to be On Queue |
| Avg Talk Time - ACD (Call) | Average time spent interacting in ACD calls during reporting period |
| Avg Talk Time - Non-ACD (Call) | Average time spent interacting in Non-ACD calls during reporting period |
| Queue Wait Time (Call) | Total wait time in reporting period that a call is On Queue |
| Total After Interaction Work Time - ACD (Call) | Total time agents spent in After Interaction Work for ACD calls during reporting period |
| Total After Interaction Work Time - Non-ACD (Call) | Total time agents spent in After Interaction Work for Non-ACD calls during reporting period |
| Total Handle Time - ACD (Call) | Total time agents spent handling ACD calls during reporting period |
| Total Handle Time - Non-ACD (Call) | Total time agents spent handling Non-ACD calls during reporting period |
| Total Hold Time - ACD (Call) | Total time that agents spent on hold in ACD calls during reporting period |
| Total Hold Time - Non-ACD (Call) | Total time that agents spent on hold in Non-ACD calls during reporting period |
| Total Interactions Answered - ACD (Call) | Total number of ACD calls answered during reporting period |
| Total Interactions Answered - Non-ACD (Call) | Total number of Non-ACD calls answered during reporting period |
| Total Outbound - ACD (Call) | Total number of Outbound ACD Calls made during reporting period |
| Total Outbound - Non-ACD (Call) | Total number of Outbound Non-ACD Calls made during reporting period |
| Total Talk Time - ACD (Call) | Total time spent interacting in ACD calls during reporting period |
| Total Talk Time - Non-ACD (Call) | Total time spent interacting in Non-ACD calls during reporting period |
| Total Wait - ACD (Call) | Total wait time until an ACD call is answered during reporting period |
| Total Wait - Non-ACD (Call) | Total wait time until a Non-ACD call is answered during reporting period |
Email Fields
| Field | Description |
|---|---|
| Avg After Interaction Work Time - ACD (Email) | Average time agents spent in After Interaction Work for ACD Emails during reporting period |
| Avg After Interaction Work Time - Non-ACD (Email) | Average time agents spent in After Interaction Work for Non-ACD Emails during reporting period |
| Avg Handle Time - ACD (Email) | Average time agents spent handling ACD Emails during reporting period |
| Avg Handle Time - Non-ACD (Email) | Average time agents spent handling Non-ACD Emails during reporting period |
| Avg Queue Wait Time (Email) | Average wait time in reporting period for an Email to be On Queue |
| Avg Talk Time - ACD (Email) | Average time spent interacting in ACD Emails during reporting period |
| Avg Talk Time - Non-ACD (Email) | Average time spent interacting in Non-ACD Emails during reporting period |
| Queue Wait Time (Email) | Total wait time in reporting period that an Email is On Queue |
| Total After Interaction Work Time - ACD (Email) | Total time agents spent in After Interaction Work for ACD Emails during reporting period |
| Total After Interaction Work Time - Non-ACD (Email) | Total time agents spent in After Interaction Work for Non-ACD Emails during reporting period |
| Total Handle Time - ACD (Email) | Total time agents spent handling ACD Emails during reporting period |
| Total Handle Time - Non-ACD (Email) | Total time agents spent handling Non-ACD Emails during reporting period |
| Total Interactions Answered - ACD (Email) | Total number of ACD Emails answered during reporting period |
| Total Interactions Answered - Non-ACD (Email) | Total number of Non-ACD Emails answered during reporting period |
| Total Outbound (Email) | Total number of Outbound Emails made during reporting period |
| Total Talk Time - ACD (Email) | Total time spent interacting in ACD Emails during reporting period |
| Total Talk Time - Non-ACD (Email) | Total time spent interacting in Non-ACD Emails during reporting period |
| Total Wait - ACD (Email) | Total wait time until an ACD Email is answered during reporting period |
| Total Wait - Non-ACD (Email) | Total wait time until a Non-ACD Email is answered during reporting period |
Chat Fields
| Field | Description |
|---|---|
| Avg After Interaction Work Time - ACD (Chat) | Average time agents spent in After Interaction Work for ACD Chats during reporting period |
| Avg After Interaction Work Time - Non-ACD (Chat) | Average time agents spent in After Interaction Work for Non-ACD Chats during reporting period |
| Avg Handle Time - ACD (Chat) | Average time agents spent handling ACD Chats during reporting period |
| Avg Handle Time - Non-ACD (Chat) | Average time agents spent handling Non-ACD Chats during reporting period |
| Avg Queue Wait Time (Chat) | Average wait time in reporting period for a Chat to be On Queue |
| Avg Talk Time - ACD (Chat) | Average time spent interacting in ACD Chats during reporting period |
| Avg Talk Time - Non-ACD (Chat) | Average time spent interacting in Non-ACD Chats during reporting period |
| Queue Wait Time (Chat) | Total wait time in reporting period that a Chat is On Queue |
| Total After Interaction Work Time - ACD (Chat) | Total time agents spent in After Interaction Work for ACD Chats during reporting period |
| Total After Interaction Work Time - Non-ACD (Chat) | Total time agents spent in After Interaction Work for Non-ACD Chats during reporting period |
| Total Handle Time - ACD (Chat) | Total time agents spent handling ACD Chats during reporting period |
| Total Handle Time - Non-ACD (Chat) | Total time agents spent handling Non-ACD Chats during reporting period |
| Total Interactions Answered - ACD (Chat) | Total number of ACD Chats answered during reporting period |
| Total Interactions Answered - Non-ACD (Chat) | Total number of Non-ACD Chats answered during reporting period |
| Total Outbound (Chat) | Total number of Outbound Chats made during reporting period |
| Total Talk Time - ACD (Chat) | Total time spent interacting in ACD Chats during reporting period |
| Total Talk Time - Non-ACD (Chat) | Total time spent interacting in Non-ACD Chats during reporting period |
| Total Wait - ACD (Chat) | Total wait time until an ACD Chat is answered during reporting period |
| Total Wait - Non-ACD (Chat) | Total wait time until a Non-ACD Chat is answered during reporting period |
Queues By Agent Report
Call Fields
| Field | Description |
|---|---|
| Avg After Interaction Work Time (Call) | Average time agents spent in After Interaction Work for calls during reporting period |
| Avg Handle Time (Call) | Average time agents spent handling calls during reporting period |
| Avg Queue Wait Time (Call) | Average wait time in reporting period for a call to be On Queue |
| Avg Talk Time (Call) | Average time spent interacting in a call during reporting period |
| Avg Hold Time (Call) | Average time spent on hold in a call during reporting period |
| Interactions Transferred (Call) | Number of calls during reporting period which were transferred |
| Queue Wait Time (Call) | Total wait time in reporting period that a call is On Queue |
| Service Level, % (Call) | Percent of calls which meet the contact center's service level target |
| Total After Interaction Work Time (Call) | Total time agents spent in After Interaction Work for calls during reporting period |
| Total Handle Time (Call) | Total time agents spent handling calls during reporting period |
| Total Interactions Answered (Call) | Total number of Calls in reporting period which were Answered |
| Total Outbound (Call) | Total number of Outbound Calls made during reporting period |
| Total Talk Complete (Call) | Total number of completed calls during reporting period |
| Total Talk Time (Call) | Total time spent interacting in a call during reporting period |
| Total Hold Time (Call) | Total time spent on hold in a call during reporting period |
| Total Wait (Call) | Total wait time until a call is answered during reporting period |
Email Fields
| Field | Description |
|---|---|
| Avg After Interaction Work Time (Email) | Average time agents spent in After Interaction Work for Emails during reporting period |
| Avg Handle Time (Email) | Average time agents spent handling Emails during reporting period |
| Avg Queue Wait Time (Email) | Average wait time in reporting period for an Email to be On Queue |
| Avg Talk Time (Email) | Average time spent interacting in an Email during reporting period |
| Queue Wait Time (Email) | Total wait time in reporting period that an Email is On Queue |
| Service Level, % (Email) | Percent of Emails which meet the contact center's service level target |
| Total After Interaction Work Time (Email) | Total time agents spent in After Interaction Work for Emails during reporting period |
| Total Handle Time (Email) | Total time agents spent handling Emails during reporting period |
| Total Interactions Answered (Email) | Total number of Emails in reporting period which were Answered |
| Total Outbound (Email) | Total number of Outbound Emails made during reporting period |
| Total Talk Complete (Email) | Total number of completed email chains during reporting period |
| Total Talk Time (Email) | Total time spent interacting in an Email during reporting period |
| Total Wait (Email) | Total wait time until an Email is answered during reporting period |
Chat Fields
| Field | Description |
|---|---|
| Avg After Interaction Work Time (Chat) | Average time agents spent in After Interaction Work for Chats during reporting period |
| Avg Handle Time (Chat) | Average time agents spent handling Chats during reporting period |
| Avg Queue Wait Time (Chat) | Average wait time in reporting period for a Chat to be On Queue |
| Avg Talk Time (Chat) | Average time spent interacting in a Chat during reporting period |
| Queue Wait Time (Chat) | Total wait time in reporting period that a Chat is On Queue |
| Service Level, % (Chat) | Percent of Chats which meet the contact center's service level target |
| Total After Interaction Work Time (Chat) | Total time agents spent in After Interaction Work for Chats during reporting period |
| Total Handle Time (Chat) | Total time agents spent handling Chats during reporting period |
| Total Interactions Answered (Chat) | Total number of Chats in reporting period which were Answered |
| Total Outbound (Chat) | Total number of Outbound Chats made during reporting period |
| Total Talk Complete (Chat) | Total number of completed chats during reporting period |
| Total Talk Time (Chat) | Total time spent interacting in a Chat during reporting period |
| Total Wait (Chat) | Total wait time until a Chat is answered during reporting period |
Abandoned Calls Report
| Field | Description |
|---|---|
| Number | The phone number of the caller which abandoned |
| Queue | The name of the queue that was abandoned |
| Time to Abandon | The time until the queue was abandoned |
Attributes Report
All custom attributes become available for reporting as part of the Attributes Report type.
Currently, this type of report is available for Genesys Cloud only.
Secondary Status Report
Omni Intelligence provides the ability to report on the Custom Presence status fields. The Custom Presence statuses will appear as available fields for selection when the Secondary Status report type is selected.
Currently, this type of report is available for Genesys Cloud only.
Agent Activity Report
Agent Activity Report is available on demand and provides detailed information on agent log-in, log-off, break and other statuses that are normally used to track agent's activity throughout the shift.
Contact us for more information on Agent Activity reporting.
MPT Data Fields
Realtime Fields
| Field Name | Description |
|---|---|
| Agents Waiting | Number of simulated agents waiting for call |
| Live Calls | Number of currently live calls |
| Avg Packet Failed 5 min, % | Average Percent of Packets failed in a test case in the past 5 minutes |
| Min Packet Failed 5 min, % | Minimum Percent of Packets failed in a test case in the past 5 minutes |
| Max Packet Failed 5 min, % | Maximum Percent of Packets failed in a test case in the past 5 minutes |
| Avg Packet Loss 5 min, % | Average Percent of Packet Loss in a test case in the past 5 minutes |
| Min Packet Loss 5 min, % | Minimum Percent of Packet Loss in a test case in the past 5 minutes |
| Max Packet Loss 5 min, % | Maximum Percent of Packet Loss in a test case in the past 5 minutes |
| Avg Packet Skipped 5 min, % | Average Percent of Packets skipped in a test case in the past 5 minutes |
| Min Packet Skipped 5 min, % | Minimum Percent of Packets skipped in a test case in the past 5 minutes |
| Max Packet Skipped 5 min, % | Maximum Percent of Packets skipped in a test case in the past 5 minutes |
All other fields available for Test Results Reports can also be made available on MPT realtime displays.
Many of these fields can also be displayed on a 'Per Hour' basis.
Call Detail Records Report
| Field Name | Description |
|---|---|
| Start Time | Date and Time the call was placed to the IVR (in the local timezone) |
| Establish Time | Date and Time the call was answered by the IVR (in the local timezone) |
| Time to Greeting, sec | Time from the start of the call and the 'welcome IVR greeting' prompt was first heard |
| End Time | Date and Time when the call got terminated by either a caller or the IVR (in the local timezone) |
| Duration, sec | Total duration of the call in sec, also used for billing |
| Nbr Nodes Traversed | The number of IVR menu options the call traversed before termination |
| Last Routing Node | The name of the last IVR Scenario Node the call traversed |
| Rejected | Either True or False depending on whether the call was rejected in the first place |
| Dropped | Either True or False depending on whether the call was dropped or not |
| Aborted | Either True of False depending on whether the call was aborted or not |
| Session Name | Name of the monitoring / test session that the call was made under |
| Scenario Name | The name of the scenario that placed this call |
| Test Case Name | The name of the test case that placed this call |
| Termination Status | Can be either 'Success' or 'Failed' depending on how the call ended |
| Error | Contains the error message if the Termination Status is 'Failed' explaning the reason |
Failed Calls Report
| Field Name | Description |
|---|---|
| Start Time | Date and Time the call was placed to the IVR (in the local timezone) |
| Establish Time | Date and Time the call was answered by the IVR (in the local timezone) |
| Time to Greeting, sec | Time from the start of the call and the 'welcome IVR greeting' prompt was first heard |
| End Time | Date and Time when the call got terminated by either a caller or the IVR (in the local timezone) |
| Duration, sec | Total duration of the call in sec, also used for billing |
| Nbr Nodes Traversed | The number of IVR menu options the call traversed before termination |
| Last Routing Node | The name of the last IVR Scenario Node the call traversed |
| Rejected | Either True or False depending on whether the call was rejected in the first place |
| Dropped | Either True or False depending on whether the call was dropped or not |
| Session Name | Name of the monitoring / test session that the call was made under |
| Scenario Name | The name of the scenario that placed this call |
| Test Case Name | The name of the test case that placed this call |
| Vendor ID | Vendor ID of the call. Only for supported platforms such as Genesys PureCloud |
| Error | Contains the error message if the Termination Status is 'Failed' explaning the reason |
IVR Traversal Summary Report
The summary report provides statistics on every IVR destination that the scenario test cases traversed, including Queue and Agent in case of end-to-end scenarios.
| Field Name | Description |
|---|---|
| Calls Reached | Number of calls reached a specific destination |
| Calls Reached, % | The percentage is calculated against the total number of calls made |
| Calls Dropped | Number of calls that were unexpectedly hung up on at a specific destination |
| Calls Dropped, % | The percentage is calculated against the total number of calls that have reached the destination |
| Calls Aborted | The number of calls that got terminated due to manual termination of the scenario |
| Calls Aborted, % | The percentage is calculated against the total number of calls that have reached the destination |
| Calls Succeeded | Total number of calls that have successfully reached a specific destination |
| Calls Succeeded, % | The percentage is calculated against the total number of calls that have reached the destination |
| Calls Timeouted | Total number of calls that failed to detect the expected audio prompt from the IVR at a specific destination |
| Calls Timeouted, % | The percentage is calculated against the total number of calls that have reached the destination |
| Routing Time (Avg), sec | Time between DTMF and the first audio heard (for Wait for Prompt or Wait for Sound only). For Entry - time between Establish and first audio |
| Routing Time (Min), sec | Time between DTMF and the first audio heard (for Wait for Prompt or Wait for Sound only). For Entry - time between Establish and first audio |
| Routing Time (Max), sec | Time between DTMF and the first audio heard (for Wait for Prompt or Wait for Sound only). For Entry - time between Establish and first audio |
| Audio Quality (Avg), % | Only for 'Wait for Prompt' calls |
| Audio Quality (Min), % | Only for 'Wait for Prompt' calls |
| Audio Quality (Max), % | Only for 'Wait for Prompt' calls |
Test Case Summary Report
The report provides a succinct summary on each test case across all its iterations.
| Field Name | Description |
|---|---|
| Pass Count | Total number of test case interations that passed |
| Fail Count | Total number of test case iterations that failed |
| Abort Count | Total number of test case iterations that were manually aborted |
| Total | The sum of pass + fail + abort counts |
Test Case Detail Report
| Field Name | Description |
|---|---|
| Start Time | Start time of test case execusion (local time zone) |
| End Time | End time of test case execusion (local time zone) |
| Duration, sec | The total duration of test case execution in seconds |
| Session Name | Name of session that the scenario was running in |
| Scenario Name | Name of scenario the test case belongs to |
| Test Case Name | Name of the test case |
| Termination Status | Can be either "Pass", "Fail" or "Abort" |
| Error | Contains the error message if the Termination Status is 'Failed' explaning the reason |